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Definition
| an integrated set of performance measures that are derived from and support the organization's strategy |
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Definition
| a fixed cost that supports more than one business segment, but is not traceable in whole or in part to any of the business segments |
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Definition
| operating income ( not including common or allocated FC; including traceable FC) specifically to the division (not coporate) |
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Term
| Criteria for balanced scorecard |
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Definition
-financial
-customer
-process
-growth & Learning |
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Term
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Definition
balanced scorecard segement that includes ROI, EVA, segment margin.
-Easy to measure |
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Term
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Definition
balanced scorecard segement that includes number of repeat customers, warranty claims, returns, new customers, satisfaction, or complaints.
- easy to measure |
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Term
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Definition
balanced scorecard segement that includes improvement and upgrading of good & service, transactions, and admin.
-easy to measure |
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Term
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Definition
balanced scorecard segement that includes continuous improvement (Kaizan), educational reimbursement, teaching employees making them more valuable to you.
-Dificult to measure |
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Term
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Definition
| numbers that are essential to understanding the fianancial situation of a particular company. Helps control. |
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Term
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Definition
-comply with emission standards and EPA
-the degradation of the environment
-the waste or misuse of natural resources |
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Definition
| the ability to satisfy needs |
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Definition
-to manage the components of quality so that is has minimal cost
-cost of non-quality
-a way to measure quality endeavors and see how they are doing compared to others (benchmarking) |
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Definition
-prevention
-appraisal
-internal failure
-external failure |
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Definition
| quality cost that occurs prior to making the product. Ex. R&D, product testing, prototype, training... |
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Definition
quality cost that occurs during production.
Ex. testing machine during production |
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Term
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Definition
quality cost that occurs after procuct made,but before it leaves.
Ex. find a bad part- scrap or rework |
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Term
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Definition
quality cost that occurs when a customer finds it.
Ex. recall, warranty, lawsuit, lost customer |
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Term
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Definition
-varies by industry
-zero defects are not possible
-quality cost = 2-4% of revenue |
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